Kristel Academia
Customer Experience Agent
Talent
MalabonMember since September 14, 2026
VerbalCommunication skills
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VerbalCommunication skills
About
I manage various responsibilities such as organizing tasks and assisting in service areas while maintaining professionalism in the workplace. My experiences in both team and individual roles have strengthened my leadership, adaptability, and communication skills. I am eager to contribute my knowledge, learn new skills, and embrace new challenges.
Experience
Customer Experience Agent at Alorica Teleservices, inc. (2025-09 – 2026-01)
- Handled inbound calls from UnitedHealthcare members about benefits, coverage, and claims.
- Resolved issues involving claims status, prior authorizations, appeals, and pharmacy benefits.
- Met performance goals for call quality, customer satisfaction, handle time, and compliance.
Contact Tracer at Dole-Tupad (2021-06 – 2022-02)
- Conducted contact tracing interviews during the COVID-19 pandemic, using clear and empathetic communication to identify, notify, and monitor exposed individuals while ensuring confidentiality.
- Collected, verified, and accurately documented health and exposure data in compliance with public health protocols and data privacy guidelines.
- Educated patients and close contacts on quarantine procedures, symptom monitoring, and preventive measures through effective verbal and written communication.
Education
Bachelor of Science in Criminology – City Of Malabon University (2021 – 2025)
Humanities and Social Science (HUMS) – City Of Malabon University (2019 – 2021)
– Concepcion Technical Vocational school (2015 – 2019)
Skills
Customer Experience Agent
